第8章 客戶經驗管理 (CEM)的全球市場:各地區

第9章 競爭情形

第10章 企業簡介

第11章 附錄

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目錄

Product Code: TC 2625

"The customer experience management market is projected to grow at a CAGR of 23.1% between 2017 and 2022"

The customer experience management market is projected to grow from an estimated USD 5.98 billion in 2017 to USD 16.91 billion by 2022, at a CAGR of 23.1% during the forecast period, 2017 to 2022. The increase in demand for customer digital experience and use of e-commerce platform has led to the increased demand and adoption of customer experience management solutions which have helped streamline businesses and operational processes, thereby fueling the growth of the customer experience management market. However, data synchronization between customer experience management solutions and other technologies within organizations is restraining the growth of the customer experience management market.

Based on touchpoint, the call center segment is estimated to account for the largest share of the customer experience management market in 2017 Based on touchpoint, the call center segment is estimated to account for the largest share of the customer experience management market in 2017. Call centers serve as key business differentiators whereby customers interact with customer care executives about their product usage experience and provide first-hand experience.

Based on vertical, the telecommunication service providers segment is estimated to account for the largest share of the customer experience management market in 2017

Based on vertical, the telecommunication service providers segment is estimated to account for the largest share of the customer experience management market in 2017. Telecom service providers are reaching out to subscribers through websites, call centers, social media, their applications, and others to judge the experience of the product offered. The telecom sector is a mature market place, where the pressing value proposition is customer loyalty.

North America is estimated to account for the largest share of the customer experience management market in 2017

The customer experience management market has been studied for North America, Asia Pacific (APAC), Europe, the Middle East & Africa (MEA), and Latin America. North America is estimated to lead the customer experience management market in 2017. An increase in the number of mobile users and rise in the demand for customer experience management solutions by industries are driving the growth of the North America customer experience management market. The high adoption of customer experience management solutions in this region is due to the availability of advanced IT infrastructure and proficient technical expertise, which are some of the key factors expected to fuel the growth of the customer experience management market in North America.

In the process of determining and verifying the market size for several segments and subsegments gathered through secondary research, extensive primary interviews were conducted with key executives. The break-up of profiles of primary participants is given below:

By Company Type: Tier 1: 70%, Tier 2: 20%, and Tier 3: 10%

By Designation: C-level: 23%, Director level: 63%, and Others: 14%

By Region: North America: 70%, Europe: 20%, and Asia Pacific: 10%

Key vendors profiled in the report are as follows:

1. Adobe Systems (US)

2. Oracle (US)

3. IBM (US)

4. Avaya (US)

5. NICE Systems (Israel)

6. Nokia (Finland)

7. OpenText (Canada)

8. Tech Mahindra (India)

9. Verint Systems (US)

10. MaritzCX (US)

Research Coverage:

This study provides a detailed segmentation of the customer experience management market on the basis of touchpoint, vertical, and region. Based on touchpoint, the customer experience management market has been segmented into company website, branch/store, web, call center, mobile, social media, email, and others. Based on vertical, the customer experience management market is segmented into IT communication service providers; telecommunication service providers; banking, financial services and insurance; consumer goods & retail; healthcare; automotive & transportation; travel & hospitality; public sector, energy & utilities; media & entertainment; manufacturing, and others. Geographic analysis has been carried out for North America, Europe, Asia Pacific (APAC), Middle East & Africa (MEA), and Latin America.

Key Benefits of Buying the Report:

The report will help market leaders and new entrants in the customer experience management market in the following ways:

The report will help market leaders/new entrants in this market by providing them the closest approximations of revenues of the customer experience management market and its subsegments. This report will also help stakeholders better understand the competitor landscape, gain more insights to better the positions of their businesses, and implement suitable go-to-market strategies. The report will help stakeholders understand the pulse of the market and provide them with information on key market drivers, restraints, challenges, and opportunities.